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During a recent gathering of friends, we had an opportunity to talk about our experiences in customer care from various industries.  Some of the testimonies were experienced by most of us, however, one stood out: the chef who stabbed cooked meat with a cleaver, dangled the stabbed meat in the air and ate it.  Yes…my friend said that actually happened in front of her, her family, and other restaurant guests.

Our discussion led me to write today’s blog to prove that common sense is not as common as we would like to think.

Running a business that has a poor reputation is like a bird trying to fly without wings.  Let’s be honest, branding is everything.   Your organization’s perceived reputation is the foundation for its success or failure.  Consumers have a rightful expectation that every interaction they have with your organization will fulfill the promise that your brand has implicitly or explicitly proclaimed.

It takes years to build trust and only seconds to destroy it which is why you should do everything to protect your brand as if it is an endangered species.  Here are a couple of things to remember:

1) Listen to your clients and adapt quickly to change.  We live in a world that is globally interconnected via technology that is so fast-paced that it’s almost difficult to keep up with it.  Organizations that have flexible processes and are prepared to update their brand will stay on pace with its consumers’ wants and needs.

2) Use brand tracking as a method to find out how aware consumers are of your brand and whether they are your customers.  Brand tracking is a type of key performance indicator tool that takes vital measurements and reveals what consumers expect from you, how they compare your product to the competition, whether they will buy from you, and their overall opinion about your product/service/organization.

3) Know your competition and effectively convey to your audience how you differentiate from them.  Everyone knows Coca-Cola and Pepsi.  Their similarities: both are cola soft drink beverages and successful global empires.  Their differences: corporate vision, values, mission, and strategy for success.

Bottom line:  If you lose the consumers’ trust, you could eventually lose your business.

Do you have a story that you’d like to share?  Please let us know, we’d love to hear from you.

Make it a great day and remain exceptional !

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